Customer Success Manager T-Mobile

 

• Responsible for T-Mobile renewals and annuity business.
• Drive the C&NS GBC CARE business management discipline with an acute understanding of customer deal specifics, deal optimization strategies and execution plan to maximize top line and profitability.   
• Develop relationships with T-Mobile stakeholders (procurement, operations) and partners to understand their needs, priorities, business challenges and sales cycles. 
• Understand customer contracts and renewal deadlines. Proactively engage customers and negotiate CARE renewal opportunities and contract terms with the other stakeholders in a timely manner. 
• Maintain and leverage Customer Installed Base Database
• Identify programs for upsell & cross-sell of new CARE services opportunities, develop customer specific value propositions and drive execution plans to closure. 
• Define and implement upgrade strategy for C&NS installed base in partnership with the BU’s and engage the C&NS AM/Sales team to implement the sales of the upgrades. 
• Utilize business, market and customer insights to uncover opportunities for expansions and net new business. Direct any new business (non-CARE/subscription) leads to C&NS account managers. 
• Develop and maintain a strong multi-year pipeline that supports the continuous achievement of assigned quota(s) and adheres to key pipeline principles and CRM metrics (development, velocity, conversion, quality).  Provide accurate order intake forecast according to guidelines. 
• Collect subscription fees after initial SaaS sales.
• Drive Customer lifetime value by defining the customer journey with C&NS product and solutions. 
• Maximize success, satisfaction and engagement of C&NS installed base and leverage it to increase references. Minimize the % of installed base swapping C&NS by competition.

 Responsible for T-Mobile renewals and annuity business.

• Drive the C&NS GBC CARE business management discipline with an acute understanding of customer deal specifics, deal optimization strategies and execution plan to maximize top line and profitability.   
• Develop relationships with T-Mobile stakeholders (procurement, operations) and partners to understand their needs, priorities, business challenges and sales cycles. 
• Understand customer contracts and renewal deadlines. Proactively engage customers and negotiate CARE renewal opportunities and contract terms with the other stakeholders in a timely manner. 
• Maintain and leverage Customer Installed Base Database
• Identify programs for upsell & cross-sell of new CARE services opportunities, develop customer specific value propositions and drive execution plans to closure. 
• Define and implement upgrade strategy for C&NS installed base in partnership with the BU’s and engage the C&NS AM/Sales team to implement the sales of the upgrades 
• Utilize business, market and customer insights to uncover opportunities for expansions and net new business. Direct any new business (non-CARE/subscription) leads to C&NS account managers. 
• Develop and maintain a strong multi-year pipeline that supports the continuous achievement of assigned quota(s) and adheres to key pipeline principles and sCRM metrics (development, velocity, conversion, quality).  Provide accurate order intake forecast according to guidelines. 
• Collect subscription fees after initial SaaS sales
• Drive Customer lifetime value by defining the customer journey with C&NS product and solutions. 
• Maximize success, satisfaction and engagement of C&NS installed base and leverage it to increase references. Minimize the % of installed base swapping C&NS by competition

Desired Qualifications: (Education, Technical Skills/Knowledge)

Master degree

10 years+ in experience in Telco Software business

5 years + experience in Care or other type of annuity business

Proven track record as a people leader having managed teams both in solid and dotted line

High degree of independence with agreed policies, budgets.

High level of problem solving.

Develops new innovative approaches to problems.

Ensures immediate working environment encourages innovation.

Excellent verbal and written communication skills required. 

Strong interpersonal capabilitie